Complaints Lead

About nib Ko Wai Mātou

Here at nib we pride ourselves on our innovative and passionate approach in offering Kiwis affordable world-class health and life insurance.

We believe in challenging the status quo and admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our future state strategy. Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative innovative and driven team with the following benefits:

• Free health life income protection insurance discounts for family AND fitness incentives

• Hybrid work environment: work from home and the Auckland office

• Join a supportive and dedicated team where you can develop and enhance your career

• An exceptionally generous leave policy including 22 days annual leave cultural leave 18 weeks fully paid parental leave for all parents

• Short term incentive programmes

About the role He Aha Te Tūranga

Join nib NZ in this newly created position and make a meaningful impact by resolving customer complaints with professionalism and empathy. You will work with Customer Experience colleagues and the Complaints Committee to manage complex cases contribute to continuous improvement and represent nib in external dispute resolution processes.

• Manage and triage complaints across all stages applying policy law and procedures to reach fair outcomes.

• Represent nib NZ in dealings with the Insurance & Financial Services Ombudsman (IFSO).

• Support reporting and insights by producing standardised and ad hoc complaints data.

• Identify systemic issues and contribute to solutions that improve customer experience.

• Act as a subject matter expert in projects and conduct peer reviews to uphold quality standards.

About you Ko Wai Koe

Youre an experienced complaints professional law clerk or paralegal with a strong grasp of insurance legislation and a passion for improving customer outcomes. You bring a detail-oriented mindset excellent documentation skills and a proactive approach to resolving disputes and driving continuous improvement.

• Proven experience in complaints handling ideally within insurance or financial services.

• Working knowledge of the Insurance Contracts Act General Insurance Code of Practice and privacy legislation.

• Strong reporting and documentation skills with the ability to deliver insights to stakeholders.

• Quality-focused with experience conducting peer reviews and contributing to improved customer metrics.

• Confident communicator who can manage external dispute resolution processes professionally.

If youre ready to step into a role that will challenge and reward you daily and provide an opportunity to build on your career then please apply today!

We embrace an inclusive working environment. We are LGBTQIA disability and neurodiverse inclusive and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age culture nationality accessibility and education are valued to reflect the diversity of the communities in which we operate.

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another.

OurHubsare purpose built to support focused work connection and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib were committed to creating a flexible working environment where youre free to be you.

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment.